Marks and Spencer 2009 Annual Report Download - page 22

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18 Marks and Spencer Group plc Annual report and financial statements 2009 Directors’ report
Our key performance indicators
2008/09
2007/08
2006/07
2005/06
£9,062.1m
£9,022.0m
£8,588.1m
£7,797.7m
Group revenue
£9,062.1m
+0.4%
Analysis: During the year
we held our volume market
share, but value share was
down. See page 26 for full
details.
Source: Fashiontrak
10.7%
2008/09 10.7%
2007/08 11.0%
2006/07 11.1%
2005/06 10.4%
UK Market share Clothing and footwear
11.2%
2008/09 11.2%
2007/08 11.2%
2006/07 10.7%
2005/06 10.1%
UK Market share Food
Analysis: Our market share
was marginally down reflecting
the impact of the downturn,
and our position in the market
as the UK’s premium food
retailer. See page 32 for our
clear plan for improving our
performance in Food.
Source: TNS Worldpanel data.
3.9%
2008/09 3.9%
2007/08 4.3%
2006/07 4.2%
2005/06 4.1%
1Grow our core
UK business
Average weekly UK footfall
Analysis: Approximately half of our UK stores
are fitted with entrance cameras that record
customer visits. This known footfall is analysed
so that we can establish the ratios between
the visits and sales, and then apply this to stores
without cameras. A total average footfall figure
can then be calculated.
*2007/08 adjusted to 21.8m from 21.4m as a
result of more accurate data.
Adjusted Group operating profit*
£768.9m
-29.4%
£m 05/06 06/07 07/08 08/09
UK 790.1 956.5 972.9 652.8
International 65.7 87.5 116.4 116.1
Total 855.8 1,044.0 1,089.3 768.9
2008/09
2007/08
2006/07
2005/06
£768.9m
£1,089.3m
£1,044.0m
£855.8m
UK mystery shopping programme
Analysis: Each of our stores is anonymously
visited once a month – twice in the case of our
larger flagship stores – by a mystery shopper
who evaluates service quality. In 2008/09 this
was the equivalent of approximately 6,326 visits.
Scores for each question are validated through
an online customer survey.
*Reduced average score reflects a review of the mystery
shopping programme to further challenge staff with a more
robust questioning and scoring system. New areas of focus
included the way store staff greeted customers, managed
tidiness in-store and guided customers to fitting rooms etc.
Visits completed
6,326
average
score 84%*
82
84
2008/09
2007/08
80 82
83
81
84 83 83
84
86
84
87 86
85
84
85 85
86
87
88
87 88
87
Apr
%
May Jun Jul Aug Sep Oct Nov Dec Jan Feb Ma
r
Value market share Volume market share
2006/07
21.0m
2005/06
19.8m
2007/08
21.8m*
2008/09
21.6m
Financial performance
Performance against Our Plan
Average weekly footfall
21.6m
£m 05/06 06/07 07/08 08/09
UK 7,275.0 7,977.5 8,309.1 8,164.3
International 522.7 610.6 712.9 897.8
Total 7,797.7 8,588.1 9,022.0 9,062.1